PALS & Complaints Officer

VerseOne Group; Chelmsford; Sur place; GBP 26 000 - 31 000; Plein temps

Résumé du poste

Mid and South Essex NHS Foundation Trust is seeking a PALS & Complaints Officer in Chelmsford. You will greet patients, relatives and the public, record concerns accurately and route them to the right hospital services for resolution.

The role requires empathy, tact and strong communication to support learning and improve patient experience across the Trust. The successful candidate will handle sensitive cases with professionalism, ensuring timely updates and clear documentation, while working

Qualifications

• Professional/vocational qualification to diploma level or equivalent Maths and English
• Customer Care Training/experience
• Experience with NHS complaints procedure and record-keeping

Responsabilités

• Provide an accessible first point of contact for patients and the public with questions or complaints
• Record information accurately and update cases promptly
• Guide service users and staff on processes for resolving concerns and complaints
• Communicate with clinical and non-clinical teams to support resolution and learning from feedback

Connaissances

Telephone handling

Concise writing

Formation

Diploma level qualification

Customer Care Training

Outils

NHS computer systems

Microsoft Word/Excel

Description du poste

Mid and South Essex NHS Foundation Trust is one of the biggest trusts in the country, following the merger of Mid Essex, Basildon and Southend hospitals in April 2020.

Main area PALS & Complaints Grade Band 4 Contract Permanent Hours Full time - 37.5 hours per week (Monday to Friday) Job ref 390-NR-COR-BR-5833

Site Broomfield Town Chelmsford Salary £28,392 Per Annum (Pro Rata for Part Time) Salary period Yearly Closing 20/10/2026 23:59 Interview date 26/10/2026

Mid and South Essex NHS Foundation Trust is the onlyacute hospital provider in the Mid and South Essex Integrated Care System (ICS), which is a system of health and care partners working together for our local population.

Within Mid and South Essex there are 149 GP practices, operating from over 200 sites, forming 27 Primary Care Networks and one Ambulance Trust. There are also three main community and mental health service providers who work together through a community collaborative.

We collaborate with other valuable partners, including three Healthwatch organisations, nine voluntary and community sector organisations and three top tier local authorities, with seven district, borough and city councils, as well as our local universities.

Job overview

An exciting opportunity has arisen for an enthusiastic and forward-thinking individual to join our team as a PALS & Complaints Officer.

We are seeking a motivated individual with excellent communication, interpersonal and organisational skills. As part of the team, you will ensure that concerns raised by patients and members of the public are recorded accurately and directed to the appropriate hospital services for prompt and effective resolution. The feedback gathered through this process helps to inform learning and improve patient experience across the Trust.

Working with patients, relatives and staff, you will manage sensitive and sometimes complex situations with compassion, professionalism and discretion. PALS & Complaints Officers play a key role in sharing patient insight, supporting continuous improvement and contributing to the delivery of safe, high-quality care and an excellent patient experience.

The successful candidate will be enthusiastic, resilient and committed to delivering a responsive and compassionate service. You will demonstrate sensitivity and tact, sound judgement, and the ability to communicate confidently and respectfully with a wide range of people.

Main duties of the job

As a PALS & Complaints Officer, you will provide an accessible first point of contact for patients, relatives and members of the public who have questions, concerns or complaints about Trust services. You will listen carefully, record information accurately and ensure cases and associated records are updated promptly and clearly.

The position provides guidance to service users and staff on the appropriate processes for resolving concerns and complaints, working closely with clinical and non-clinical teams across all Divisions and with external organisations. This varied and rewarding role requires empathy, professionalism and resilience, particularly when offering reassurance and support to people who may be distressed or facing emotionally challenging circumstances.

Working for our organisation

Our ambition is to deliver excellent local and specialist services, to improve the health and well being of our patients, and provide a vibrant place for staff to develop, innovate and build careers.

We aim to make the most of our skills and experiences so we can become the best we can be. As one organisation we will recruit the finest and retain more specialist staff due to more employment opportunities across our Trust.

Detailed job description and main responsibilities

For full details about this varied and rewarding role, please see attached job description.

Unfortunately, there is no Visa Sponsorship available for this role. Whilst we are able to employ candidates on a graduate Visa, we are unable to offer sponsorship once the graduate visa expires.

Person specification

Qualifications

• Professional/vocational qualification to diploma level or equivalent Maths and English
• Customer Care Training/experience

Knowledge

• Knowledge of NHS Complaints procedure
• Knowledge of Microsoft packages (word, excel, outlook)
• Excellent and proven written communication skills (such as letter writing)
• Experience of complying with tight deadlines in line with organisational policies or procedures
• Knowledge of MSE Trust structures / Acute Trust experience

Experience

• Experience of dealing with PALS/complaints, ideally in a health care environment
• Substantial experience of working in a customer service environment
• Significant experience working in an administrative role
• Experience of working in an NHS PALS or complaints department
• Experience in using NHS computer systems (MSE preferable)

Skills

• Previous experience handling telephone calls and extracting/recording relevant details/information
• Previous experience of writing concerns/complaints responses

Please be aware as per the new Immigration guidelines we cannot sponsor candidates with a salary (full time or pro Rata) under the current minimum threshold.

Please note, the selection processes at Mid and South Essex NHS Foundation Trust are in place to ensure we recruit candidates with the right skills and values, please be advised that the use of AI in applications are monitored. We remain vigilant against candidates who misuse these tools to generate an application that doesn't accurately reflect their skills, and you will be required to declare on your application if AI has been used before submitting your application.

Employer certification / accreditation badges

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.